"It's literally impossible to get anyone on the phone or on chat for customer service. Not exaggerating.
I've been really ripped off by this stupid company due to them not correctly cancelling the Autoshop service on my account. I never received that order so when I tried to work it out with customer service, they offered ZERO help and claimed unless they have the product returned, they will not refund me or help me in any way. Ridiculous. Not a customer satisfaction-centric company by any means and terrible terms. Never ever shopping there and making sure I steer other people away from them."
"I've placed orders from Dermstore over the past (at least) 5 years. And I would've stopped a lonnnnng time ago, but couldn't get over the discounts offered for certain brands. But I've officially had it. It's not worth the hassle. It's not simply customer service, it's like the whole management is screwed up. I'm not going to go into detail, but I'll give you some e.g. of my experience:
-Unable to get ahold of anyone when calling customer service.
-Associate saying they would call me back in 30 min. Never did.
-After returning items for store credit (only because I happened to double-check) I'm not actually issued my due amount of credit on TWO SEPARATE occasions. And I don't mean they were a couple dollars off - I'm talking around $20!
-They take forever to reply via email and this past time when they did reply, they literally replied to the wrong customer! I don't even know how that happens. "
"Surprisingly, according to Dermstore's website the Parent Company is Target!
I placed an order and realized a mistake minutes later. I called customer service and after ten minutes on hold, a recording suggested I send an e-mail and they would respond shortly. Never received a response, but they charged PayPal immediately for $411.
It’s very disheartening that they ignored my e-mails and to this day they have not contacted me, nor have I received the order. These products are very expensive, so Customer Service and trust is a distinguishing factor where I (customers) will shop in the future.
They do have a nice web-site, but you can find lots of those in Nigeria. "
"Will never purchase from them EVER again!"
"This store has to be a front for some other business because they do not give a crap about customer service!! I placed an order 2 weeks ago and when I was finally able to reach someone via the chat feature (after 2 phone calls where no one answers and countless emails that no one responds to) they can’t tell me where it is, when it will be here, and won’t cancel it. How is this place still in business?! STAY AWAY AND GO BACK TO SEPHORA!!"
"I reside in US. My relative in China got stabbed in face and chest recently and he needed scar cream urgently, or else he'll be permanently scarred. His mother couldn't find any scar cream in their local stores or even Watsons in Hong Kong. So they prompted us buy a lot of scar cream and ship it to Shenzhen, where they currently live. So I went to Dermstore.com and bought 10 mederma intensive overnight scar cream and something else for them. About one week later, we still didn't get an email confirming the order. So we called them, and they said they canceled our order(without even notifying me) for suspecting that we will resell them, which is obviously isn't true. And they said some representatives will email us back asking whether or not we are actually reselling the products, but they never contacted me again. So it never shipped, and I bought it at Walmart instead. Sent an angry email to them and, again, they didn't reply. Complete lack of customer support. Would give 0 stars."
"Made an online order which was taking a long time to be sent, this order had a 20% off coupon. Checked some days after and noticed some items were out of stock. Cancelled those items so that the rest would be sent asap, but noticed that my 20% off coupon was removed... So I cancelled the whole order online and made a different one with a 15% coupon. I didn't want to do any of this online but on the phone. However, I waited for 30 minutes only to be hanged up. I waited for another 15 minutes afterwards but got tired of waiting on the phone, so I cancelled the order online.
Two days after I cancelled I noticed that the first order shipped! And of course, my credit card was charged. I made two attempts to reach them via phone and someone finally picked up. This customer service representative flat out told me that she didn't see any attempt on my side to cancel the order online and there was nothing she could do to cancel it since it had already shipped. After "rechecking" she said she found a way to cancel the order. A little later that afternoon I noticed that the order was still marked as completed and not cancelled like she said, so I made another call. This time I was helped by someone else who told me that the order couldn't have been cancelled since it had already shipped. I told her what happened earlier and she asked me for the previous customer service representative's name. She put me on hold and went to talk to her. After a while she returned and said that the other customer service representative had told her that she told me that I should handle the cancel myself (what??). Not only was she flat out rude but also lied about our previous call. Jeez.
Anyways, this new customer service rep told me that she would sent me a prepaid shipping label to return the items once they got to me...
About a week later I noticed that the new order hadn't been shipped so I went online to look it up and it said that it was cancelled (!). So what the first customer service rep did was cancel my new order! This is the most incompetent and ill-mannered customer service representative I have ever had to deal with. I decided to get the items from Amazon instead.
Oh, did I mention I also try to reach them via e-mail? They took 2 weeks to reply to me that "They were very busy assisting other customers, we will try to get back to you as soon as possible".
I have since gotten the package and dropped it at USPS but I'm upset that I now have to track the package, make sure it gets to their return center and make sure I get my refund... "
"We made 1 purchase from this site and are not fully satisfied with the purchase. Although the cream we bought was somewhat cheaper here than on Amazon, it only has 4 months before the Expiration date.
However, the worst part of buying from Dermstore is that Once they have your email address they hammer you with multiple emails daily with BS info and promos you don't care about. They have no respect for their customers!!!
Their Unsubscribe Option on their site is obviously a total joke!!!
I've emailed their Cust. Service multiple times to advise them of this and they never responded.
I even described this issue in a survey they sent us.
Responsible online retailers use marketing tactics that are non-intrusive to earn the long term trust and support from their customers...
These guys at Dermstore have no idea what this means.... therefore they do not deserve your business.
Do us all a favor and boycott them, maybe they need to learn the hard way or simply go out of business.
Miguel - in Miami, FL"
"EMAILED THEM 3 TIMES WITH NO RESPONSE, THEN CALLED 3X ON HOLD FOR 30-45MINS WITH NO PICK UP. WILL NOT ORDER FROM THIS WEBSITE AGAIN. "
"Do not use this online company."
"If you ever need to call Customer Service.......GOOD LUCK!!! Call twice, both times rude weren't able to help. Ask to speak to supersivor both times and it didn't happen plus they hanged up!"
"They actually deserve zero stars for customer service. Except for one or two decent employees, the rest are surly and mean. They seem like they not only hate their jobs but their customers, as well. It is unbelievable how rude and unresponsive they are to customers. Isn't that why they have jobs? Because of customers? Also, much better service and deals on Skincarerx IMO. No more with this company. They have changed hands many times and keep getting worse."
"They sent me a promo code "ELTASALE" to save 20% on Eltamd . They lied again since at the check out they reject that promo code. "
"I AM ON A FIXED INCOME SO IT WAS REALLY DIFFICULT TO SPEND THE MONEY ON A PRODUCT I HAVE BEEN SEARCHING FOR. BUT ONCE AGAIN I RECEIVED AN OVERPRICED TINY JAR OF CREAM WHICH ABSOLUTELY DID NOT WORK AS ADVERTISED. JUST ANOTHER COSMETIC COMPANY WITH NO SUBSTANCE."
"I have been a customer of Dermstore for many years and have yet to come across the problems other reviewers have stated. The products I have repeatedly purchased are authentic with a proper expiration date, shipping is free and fast and when reordering a product I receive 20% off. Also, I've experienced customer service to be pleasant and helpful. Sure, Dermstore isn't perfect but nothing ever is. As for checking out, a product does pop up asking if you want to add it to your existing order for a discounted price. No big deal, just press decline. Dermstore is a business and will entice the customer to buy something extra. Anyhoo, I'm a happy customer "